Quality Assurance/Quality Control
Direct Line Tele Response is not only the most awarded answering service in the state of California but ranked in the top 10 nationwide for quality service. One of the reasons we continue to be recognized is our commitment to and delivery of excellence in call taking and messaging. We plan for excellence, we train for excellence and we expect excellence in every aspect of our business.
It all starts with new agent training. Training begins in a classroom setting as they begin intensive on-boarding processes prior to answering calls and dispatching messages. Once a new agent is ready to take live calls, they are assigned a training mentor so as to guide and coach them through live call taking and messaging. Once specific levels of training are completed and passed, the new call agent begins taking calls independently. All Call Agents are required to obtain professional certification through the Association of TeleServices International — ATSI, which is our governing association. For more information about ATSI, visit their website at www.atsi.org.
All Call Agents are monitored randomly and multiple times per week so as to ensure quality standards are consistently met. Our Training Supervisors use a 19-point quality assurance/quality control checklist. Below is an example of some but not all of our quality control standards.
- Call Control
- Verbal Grammar
- Do they sound knowledgeable and confident
- Voice quality
- Effectively and professionally placing callers on hold
- Professional and polite return from hold
- Properly written grammar. No errors.
- Spelling verification of all names
- Verification of all telephone number(s)
- All script prompts filled/followed in accordance with our client’s expectations
- Message completed by end of call
It is one thing to have processes in place to ensure quality control but without a quality telephony system, none of it works. Our preferred vendor for our switch is Professional Teledata. Professional Teledata provides innovative software solutions to call centers around the world for transaction processing, inbound and outbound program design, billing management, and many other services. With headquarters located in Manchester, New Hampshire, the company services the telephone answering service and call center industries and brings the latest technology to the forefront of these industries. For more detail on Professional Teledata, please visit their website at www.professionalteledata.com.